Covid-19 Statement - Residential - Massachusetts Gas - Liberty
UPDATE: August 4, 2022 - Our customer walk-in center remains closed until further notice. Please visit our Payment Options page for ways to pay your bill.
October 29,2021 - Current Social Distancing and Safety Protocols Continue
We are continuing to follow recommended safety protocols to prevent the spread of COVID-19. Please note our walk-in center is still closed. We offer many different ways for customers to pay their bill. Click the link below to view all payment options.
Alternate Payment Options
Funding is still available for those having difficulty paying rent and/or utility bills due to the pandemic. The Emergency Rental Assistance Program (ERAP) can help Massachusetts renters with up to 18 months of pandemic-related arrears and/or future rent payments. The program can also provide up to $1,500.00 to pay utility bills. Renters can get assistance with utility payments even if they are current with rent payments. Visit www.Mass.gov/CovidHousingHelp or call 2-1-1 for more information.
April 15, 2021 Fuel Assistance Application Deadline extended to May 28, 2021.
These are difficult times and we want to make sure you are aware of the assistance programs available to you. If you have not yet applied for Fuel Assistance, there is still time. The application deadline has been extended to May 28, 2021.
To apply, or for more information, please click here. Those who prefer not to apply online can call the CFC office at 508-679-0041 for an over the phone interview.
January 26, 2021 Current Social Distancing and Safety Protocols Continue
We are continuing to follow both the mandated and recommended safety protocols to prevent the spread of COVID-19 until it is considered safe to begin lifting restrictions. Our walk-in centers remain closed at this time. Customers can continue to access drop boxes at our walk-in locations. Our customer service teams are also available to take your calls. If you are facing financial uncertainty, we urge you to call us to discuss payment options and available assistance. We are here to help.
View alternate Payment Options
June 9, 2020
Walk-in Center Update
To protect the health and safety of our employees and the community, we will keep our customer walk-in centers closed until further notice. Please continue to use our alternative payment methods that can be found on our website. We appreciate your patience and look forward to sharing updates as soon as they are available.
Ways We Support our Customers and Communities
On March 14, Liberty Utilities suspended service disconnections due to non-payment. This decision was made in order to support our customers experiencing financial difficulty during the COVID-19 crisis. In connection to this decision, we also waived late fees on customer accounts.
In addition to these actions directly impacting our customers, Liberty donated food, money and supplies to vital organizations in our local communities who are serving our friends and neighbors during these difficult days. Some of these agencies are working directly to assist those impacted by providing help with utility payments.
Disconnections and Late Fee Update
As our state moves toward re-opening businesses and resuming normal operations, we have extended our suspension of disconnections for nonpayment until further notice. In doing so we are concerned that some customers may accrue a large unpaid balance that could be difficult to pay when collection activities resume. Here are some important things you should know:
- Our primary goal is to work with you to avoid unmanageable bills, service disconnection or additional fees.
- We have expanded our Special Payment Arrangement (SPA) programs to allow for additional time to spread out past due balances and make payments more manageable.
- We are monitoring various agencies who may be able to provide financial assistance for some portion of your bill so call us to learn more.
- Our representatives stand ready to help develop a plan that works best for you but it is critical you call us as soon as possible at 1-800-544-4944 to make arrangements for your account before bills become unmanageable. Once we resume disconnections, we expect our call volume to increase significantly. This may result in longer wait times. Thank you in advance for your patience.
These are uniquely challenging days in our community and our hearts go out to those who have been impacted directly by this health crisis, especially those who have lost loved ones.
We are honored and humbled to be your natural gas supplier and we look forward to safely and reliably supplying your needs for many years to come. Stay safe and stay healthy.
MAY 8, 2020
With the ever evolving COVID-19 situation, we wanted to provide you with an update as we continue to provide critical services to our customers and communities.
Supporting our Communities
On April 8, 2020, Liberty Utilities announced a $500,000 donation to support communities within its service territories across the US and Canada during the COVID-19 pandemic. We are pleased to share with you the following organizations have been chosen as local recipients:
- Citizens for Citizens
- Salvation Army
Liberty employees participated in the selection of local organizations that they felt provided much-needed support to our customers and our communities. These organizations hold a special place in the hearts of our employees, and we thank them and so many other deserving organizations for serving our communities in such impactful ways.
Continuing to Support You, Our Customers
As a reminder, Liberty Utilities has suspended service disconnections for non-payment for residential and business customers until further notice. We continue to provide resources for residential and business customers facing financial hardship including payment arrangements with no penalties. We encourage customers to keep up with their payments so bills don’t accumulate and cause further hardship. If you have questions about our payment programs, please contact our customer service department for assistance at 1-800-544-4944.
Many of us continue to find ourselves at home more often. Here are some tips from the Liberty team to help you manage your utility usage and bills during this unprecedented time.
- Water Saving Tips (and water heating) https://www.youtube.com/watch?v=mNa9Ml7etr8
- Electricity Savings Tips https://www.youtube.com/watch?v=wxrFSwVb4uA
- Electricity Saving Tips – Streaming https://www.youtube.com/watch?v=tNer4Ej5MNU
Walk-in Center Closed Until Further Notice
For the health and safety of our communities, our walk-in customer service center will remain closed to the public until further notice. We are working on a plan for reopening and will update you when the plan is finalized. Please continue to utilize our alternate payment options.
Thank you for your continued trust. We will continue to send updates as they happen.
APRIL 30, 2020
Available Energy Efficiency Program Options
Non-essential work that requires an in-home visit has been temporarily suspended in accordance with our response to the COVID-19 state of emergency. This includes our energy efficiency offerings, however Mass Save has adapted the program to serve you during this time. A virtual Home Energy Assessment is available with special insulation incentives. Click here to learn more or call 866-527-SAVE (7283) to schedule your virtual assessment.
APRIL 17, 2020
Resources for residential and business customers facing financial hardship
For residents in need of assistance, the United Way 211 program can help match you with local programs including health, nutrition and financial services.
For small businesses needing financial assistance please contact the Small Business Association. They have a Payroll Protection Program, Load Advances, Bridge Loans and Debt Relief.
Local Assistance for residential gas customers
Also please note that the application for the Fuel Assistance Program LIHEAP has been extended through the end of May.
APRIL 9, 2020
Liberty Utilities Donates $500,000 to Support Local Communities During COVID-19 Pandemic
On April 8, 2020, Liberty Utilities announced a $500,000 donation to support communities within its service territories during the COVID-19 pandemic.
APRIL 8, 2020
Fuel Assistance Application Deadline Extended
With the financial strain from the COVID-19 pandemic, Citizens for Citizens (CFC) has extended the Fuel Assistance Program (LIHEAP) application deadline for new applicants ithrough May 29th. CFC is taking all applications over the phone between the hours of 8:30am – 1:00pm. Call (508) 679-0041 to speak with a live person. Applicants can also email CFC at firstname.lastname@example.org.
MARCH 22, 2020
Customer Walk-in Centers Closed Until Further Notice
For the health and safety of our communities, we are closing our walk-in customer service centers until further notice. Customers can continue to access drop boxes at our walk-in locations. Our customer service teams are also available to take your calls. We recognize that many of our customers are experiencing financial uncertainty. If you are facing a potential hardship, we urge you to call us to discuss payment options and available assistance. We are here to help.
We know our customers and communities depend on us now more than ever. Rest assured, we take this responsibility to heart. We remain focused on providing safe, reliable electricity and natural gas, and we are ready to respond to any emergencies.
Alternate Payment Options
MARCH 18, 2020 Energy Efficiency Programs Suspended
The Massachusetts Program Administrators are committed to providing our customers with outstanding energy efficiency services. We work diligently to help our State achieve climate and energy goals. While energy reductions achieved by the energy efficiency programs help improve long-term public health, the emerging COVID-19 pandemic concerns facing our communities must take precedence.
The Governor of Massachusetts has declared a state of emergency and governments, schools, businesses and citizens are all taking action to limit interaction and spread of the virus. Due to this serious and quickly evolving situation we must announce significant impacts to multiple elements of the 2020 Energy Efficiency programs.
Suspension of In-Home and On-Premise Visits
The Program Administrators regret to inform our business partners that – after careful consideration and consultation with the Department of Energy Resources (“DOER”), the Attorney General’s Office, and the Low-Income Weatherization and Fuel Assistance Program Network – we plan to temporarily suspend program offerings that require on-premise contact with our contracted vendors and customers. All visits must be canceled starting Wednesday, March 18, through at least April 6, 2020. We will communicate a confirmed date to commence on-premise services when we know more. We are also creating an FAQ page www.masssave.com/covid19 that we will constantly update as the situation develops.
During the temporary suspension of on-premise services, the Program Administrators plan to continue all other energy efficiency services, including online audits, upstream offerings, retail rebates, active demand, and non-direct install C&I incentive projects.
We realize the toll these changes will have on your business and our customers, but we must put safety first. We are open to your ideas and suggestions as to how we can work collaboratively during this time while still respecting these important safety measures. We will continue to work closely with our state and local partners and promptly update the FAQ page as we know more.
It is our sincere hope that all of our business partners can quickly and safely adapt to this temporary suspension. Please reach out to your Program Administrator contacts if you have questions about specific projects. We are your partners and we are here for you.=
The Massachusetts Program Administrators
MARCH 14, 2020 Liberty Utilities suspends service disconnections for residential and business customers in response to COVID-19
To assist customers and communities during the rapidly evolving COVID-19 public health emergency, Liberty Utilities has suspended service disconnections for non-payment. This temporary suspension, which will continue until further notice, includes residential and business customers.
We encourage customers who have questions or who may be facing potential hardship to contact our customer service departments. We offer a variety of payment options and can assist customers with payment arrangements should they be needed.
“We recognize our customers count on the essential services Liberty provides,” said Brent Baker, Liberty Utilities Vice President of Customer Experience Operations. ” With the uncertainty surrounding this virus, we want to ensure our customers have access to the services they need to help maintain their health and safety. “
Liberty continues to actively monitor the situation, and our teams are taking all necessary measures to ensure the safe and reliable delivery of services to our customers.
MARCH 13, 2020 At Liberty Utilities, delivering electricity, gas, and water safely and reliably to our customers is always our primary goal. With the rapidly evolving COVID-19 situation, we wanted to provide you with an update on the actions we’re taking across our company to protect the health and safety of our customers and employees and to help ensure that the communities we serve can continue to count on the critical services we provide.
Supporting the health and safety of our employees
- We have a pandemic preparedness plan in place and have established a task force that is working with guidance from the Centers for Disease Control and Prevention (CDC). This task force has spent several weeks preparing for how the virus might impact our organization and the communities we serve, and how to respond appropriately.
- We continue to monitor the situation and actively share updates and information with our employees so that they can keep themselves and their families safe.
- We have provided additional protective supplies and equipment to our frontline employees. We have limited employee travel, limited in-person meetings, and postponed larger gatherings and events.
- To prevent the spread of the virus, we’re encouraging anyone who feels sick or has concerns regarding potential exposure to stay at home.
Protecting our customers
- Customers may notice our customer service representatives and field team wearing gloves and additional protective equipment. You may also notice changes in how we greet customers in our contact centers and on service appointments, including social distancing of at least 6 feet. We hope you understand that this is for both customer and employee protection.
- While our customer walk-in centers remain open to serve you, to practice social distancing, we encourage our customers to utilize our other payment methods available on our website, and to call us with questions at 1-800-544-4944.
Ensuring the delivery of safe and reliable service
Utilities must often respond to extreme conditions and disasters. We plan and practice regularly to help ensure continuity of service. We take this responsibility seriously. As part of our pandemic response, we are implementing our emergency plan and quickly adjusting to conditions of the current COVID-19 situation to ensure safe and reliable service to our customers and communities.